Independent AI consultant · Vendor-neutral · 20+ years in enterprise CX
Most AI and customer experience investments are approved on confidence, not evidence. An independent AI CX consultant helps you see what the roadmap, business case, and vendor demo cannot show you.
AI CX consulting is not implementation. It is the work that should happen before implementation — and the advisory that should continue after.
A two to three week audit that pressure-tests your AI and CX strategy, environment, and assumptions before major budget decisions are locked in. The output is an executive-ready report with risks, blind spots, and the highest-priority moves.
Ongoing, vendor-neutral advisory for boards and leadership teams navigating AI in customer experience. Project-based or retainer. Board briefings, decision support, and governance guidance without a platform to sell.
Keynote speaking and executive workshops on AI strategy, customer experience, and the architecture of AI-powered conversations. For conferences, leadership offsites, and board sessions across APAC.
Most AI consulting in CX comes from vendors with platforms to sell, integrators with implementation revenue to protect, or analysts with frameworks to license. The advice is shaped by the business model behind it.
Ben Farrell's AI CX advisory practice is independent. No platform. No integration revenue. No partnership incentives. The only thing being optimised is the quality of your decision.
Twenty years across the organisations where AI in CX decisions carry the highest stakes — and where getting it wrong has real consequences for real people.
CommBank, ANZ, Bankwest, Medibank, HCF, IAG, NRMA, Telstra, Optus, Jetstar, Australia Post, FedEx, Department of Home Affairs, Lexus, Apple, Microsoft, Woolworths, and more.
Free AI CX diagnostic
Sixteen scenario-based questions. Five minutes. A clear read on the behavioural pattern driving your AI in CX decisions.
Take the diagnosticAn AI CX consultant helps organisations evaluate whether their AI and customer experience investments will actually work inside their operating environment. This includes auditing AI readiness, pressure-testing strategy assumptions, reviewing vendor proposals, and advising leadership teams on where AI in CX is likely to underperform or create unintended risk.
Vendor assessments evaluate specific products. AI CX consulting evaluates whether the organisation is ready for what those products require — the data environment, operating model, workforce readiness, and governance structures that determine whether AI delivers value or quietly creates new problems.
Enterprise leaders preparing to invest in AI-powered customer experience — particularly boards, CX leaders, and technology executives who want an independent, vendor-neutral perspective before committing budget. An AI CX advisor is especially valuable when the organisation has already received vendor proposals and needs someone without a platform to sell.
The AI Archetype Diagnostic is a free, scenario-based assessment that surfaces the behavioural pattern driving your organisation's AI in CX decisions. It identifies which of six archetypes best describes how your organisation actually operates — and what that pattern typically costs.
Yes. While based in Sydney, Ben works with enterprise clients across Australia and the APAC region. Engagements include remote advisory, on-site workshops, and keynote speaking at international conferences and events.
The pre-investment AI review runs two to three weeks. Executive advisory engagements are ongoing — project-based or retainer. Keynote and workshop engagements are scoped individually. All engagements begin with a confidential discussion to understand your context.
The book
"Customer experience is cognitive and emotional work, not information delivery."
Designing AI Conversations at Scale · Ben Farrell
About the bookAll AI CX consulting engagements begin with a confidential discussion to understand your context, challenges, and what an independent AI CX advisor can actually help with.
Book an advisory discussion